Job Description

Company Description
Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable and secure payments network, enabling individuals, businesses and economies to thrive. When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement. Join Visa: A Network Working for Everyone.


IT Service Management (ITSM) is a group within Corporate IT’s Employee Enablement Solutions team (EES). The EES team champions the technology needs of Visa staff around the world. Service Managers work with technology teams and business partners to co-create value across the organization through delivery and optimization of IT Services. IT Service Managers drive excellence by providing holistic oversight across all employee-facing technology services. The organization looks to us to simplify, optimize, automate, and promote visibility to maximize the value of IT services. This is accomplished by:

• Promoting a Service Culture that puts the Employee Experience first
• A continual improvement mindset – creating and executing organized improvement plans
• Continuous reassessment of employee and business unit needs to optimize services
• Building and maintaining strong strategic partnerships throughout the organization
• Facilitating transparency, clear communication, and cross functional collaboration
• Managing services beyond go-live, throughout their entire lifecycle
• Influencing strategic and tactical decisions as a customer advocate
• Creating and optimizing sustainable processes, and promoting across multiple functions

The successful candidate should have a strong IT background but also understands the changing needs of business. They must have a passion for improving processes and bring structure to feedback that is frequently anecdotal and emotional. They balance empathy with the courage to explain why IT cannot deliver everything. They need a business mindset to understand that services cost money and be able to produce data behind decisions. They need to be able to speak, write, and educate clearly and with influence. They need to have great interpersonal skills, be passionate about delivering quality services, and at the same time leverage data, metrics, and trends to ensure targets are met,
bringing the best levels of service to our business. They have the skills to drive answers to important questions about the cost of our services, whether they meet business requirements, and track satisfaction in a data driven way. They will bring clarity to users on what to expect, the value of our services, and where to go when they need answers. This role will have global responsibilities with a primary focus on Visa’s Asia Pacific (AP) region. They will be the only ITSM in this region and must be confident providing hands-on ITSM services autonomously and excel at developing strong relationships with local staff and leaders. They will use analysis and relationships to convey and address opportunities to improve the user experience for staff in the region. The AP ITSM will be supported by the rest of the ITSM team globally through established processes and through meetings during small windows of overlap with ITSMs in other world areas (Europe and North America). They will need to occasionally flex working time to meet with global staff. A successful candidate will have strong emotional intelligence, exhibit executive presence, and show the organizational courage to call out inconsistencies. They are self-motivated to be the ‘voice of reason’, enhance ITSM processes and improve Visa overall through discussion, influence, leadership, and action. They rely on creating plans with milestones and dates to ensure optimal value is achieved efficiently. They will be expected to provide professional proposals to improve our ITSM Services to better serve the user community quarterly. Essential Functions:

• Prioritize and address local Service Improvement Opportunities quarterly
• Analyze Service Now data to identify service gaps, then drive improvements
• Meet with local staff/leaders to present analysis of services, capturing feedback and aligning with business needs
• Drive service transition and integration activities beyond minimum requirements, striving for world class delivery
• Eliminate ambiguity, and develop actionable plans with key deliverables/milestones
• Communicate with high energy - excellent verbal, written, and presentation skills are essential
• Create clear and actionable service-related communications for distribution to targeted audiences
• Build partnerships and encourage collaboration to maximize continual improvement opportunities
• Transform complex technical concepts into precise, audience-appropriate language
• Lead in ambiguous high-pressure situations and work independently with limited direction
• Prioritize and manage a wide range of competing initiatives
• Optimize service delivery by aligning technology owners with best practices and methodologies
• Challenge assumptions and the status quo, exhibit strong organizational courage
• Develop persuasive business plans and proposals that maximize return on investment
• Exhibit strong problem-solving skills and critical thinking techniques
• Understand organizational change management and user experience improvement techniques
• Engage professionally with people at all levels, using strong interpersonal skills
• Manage time and priority with attention to detail across a wide array of competing initiatives
• Integrate into a team of technical, process improvement and change management professionals
• Provide quarterly written proposals to leadership on biggest ITSM opportunity areas to serve Asia Pacific

Physical Requirements: This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers, reach with hands and arms, and bend or lift up to 25 pounds. Visa will consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law. Work Hours: The incumbent will be required to work during core business hours occasionally supporting international internal customers and meeting with international team (6x per quarter). Travel Requirements: This position requires the incumbent to travel up to 10% of the time This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office two days a week, Tuesdays and Wednesdays with a general guidepost of being in the office 50% of the time based on business needs.

Qualifications

Basic Qualifications:

• 4 years of work experience with a bachelor’s degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 1 year of work experience with a PhD degree.

Preferred Qualifications:

• 7-10 years of work experience and a Bachelor’s Degree or 6 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 years of experience with a PhD.
• ITIL Foundation or Intermediate Certification
• Project Management Professional (PMP) certification or equivalent project management certification
• 3-5 years project leadership experience
• 1-2 years directly supporting the user community
• 2 years providing updates to senior leadership
• Strong knowledge of Microsoft Office – Outlook, Excel, PowerPoint, SharePoint, and Visio
• Proven experience developing Standard Operating Procedures
• Proven experience designing and/or improving business and/or process flows

Please Note: Due to the COVID-19 pandemic and the evolving visa/travel restrictions in place, we are currently only able to extend offers to candidates with the right to work in Singapore. We are keeping the situation under close review and will adjust accordingly should the restrictive measures be lifted.

Additional Information

Visa has adopted a COVID-19 vaccination policy. As a condition of employment, all employees based in Singapore are required to be fully vaccinated for COVID-19, unless a reasonable accommodation is approved or as otherwise required by law.